{"id":31175,"date":"2026-06-09T08:00:00","date_gmt":"2026-06-09T06:00:00","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/how-do-you-measure-your-customer-service-accessibility-objectively\/"},"modified":"2026-06-29T14:47:53","modified_gmt":"2026-06-29T12:47:53","slug":"how-do-you-measure-your-customer-service-accessibility-objectively","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/contact-center\/how-do-you-measure-your-customer-service-accessibility-objectively\/","title":{"rendered":"How do you measure your customer service accessibility objectively?"},"content":{"rendered":"<p>You measure your customer service accessibility objectively by tracking concrete KPIs, such as service level, average wait time, missed calls percentage and first contact resolution rate. Together, these metrics provide a reliable picture of how well customers can actually reach your team. In this article, we answer the most frequently asked questions about measuring <a href=\"https:\/\/pegamento.nl\/en\/cx-solutions-development\/\">customer service reachability<\/a> and show you what data you really need.  <\/p>\n<h2>What KPIs really say something about accessibility?<\/h2>\n<p>The KPIs that really say something about reachability are service level, percentage of missed calls, average wait time and abandonment rate. Together, these four metrics measure whether customers can reach your customer service department when they want to, and how long they have to wait to do so. <\/p>\n<p>Many organizations only measure whether the phone is answered, but that only tells part of the story. The most informative KPIs for reachability are: <\/p>\n<ul>\n<li><strong>Service level:<\/strong> the percentage of calls answered within a set time (for example, 80% within 20 seconds)<\/li>\n<li><strong>Abandonment rate:<\/strong> the percentage of callers who hang up before an employee is available<\/li>\n<li><strong>Average wait time:<\/strong> how long customers wait in the queue before being helped<\/li>\n<li><strong>Percentage of missed calls:<\/strong> the proportion of incoming contacts that are not answered at all<\/li>\n<li><strong>First contact resolution (FCR):<\/strong> the percentage of customers who are fully assisted at first contact without having to call back<\/li>\n<\/ul>\n<p>FCR is a particularly powerful indicator because a low score often means that customers have to call multiple times for the same problem. This artificially increases contact volume and gives a distorted picture of actual accessibility. <\/p>\n<h2>What is the difference between reachability and availability?<\/h2>\n<p>Reachability and availability are related but distinctly different concepts. Availability is about the opening hours and channels on which your customer service is active. Reachability is about whether customers are actually helped within that available time, i.e., whether there is enough capacity to accommodate supply.  <\/p>\n<p>A customer service department can have excellent availability, Monday to Friday, 8 a.m. to 5 p.m. via phone, e-mail and chat, and yet be poorly served when wait times reach 20 minutes or a large proportion of callers hang up before being helped.<\/p>\n<p>Conversely, a customer service department with limited opening hours can still be readily accessible if staffing is well aligned with contact offerings. The distinction is important because it determines the direction of your improvement actions. Availability problems are solved by expanding opening hours or adding channels. Accessibility problems require better matching of capacity to demand, smarter routing or more efficient handling.   <\/p>\n<h2>How do you calculate the service level for your customer service?<\/h2>\n<p>The service level is calculated by dividing the number of calls answered within the target time by the total number of calls offered multiplied by one hundred. The formula is: (number of calls answered within X seconds \/ total calls offered) x 100%. A common industry standard is 80% of calls answered within 20 seconds.  <\/p>\n<p>When calculating the service level, there are two choices that strongly influence the outcome:<\/p>\n<ol>\n<li><strong>Do you handle dropped calls with it or not?<\/strong>  Customers who hang up within seconds are sometimes left out of the calculation because they may have called by mistake. This artificially raises the service level. <\/li>\n<li><strong>What is your time threshold?<\/strong>  The standard of 80\/20 is common, but depending on your industry and customer group, a stricter standard (e.g., 90% within 15 seconds) may better fit your customers&#8217; expectations.<\/li>\n<\/ol>\n<p>Make sure you apply and document the calculation method consistently within your organization so that trends over time are meaningful and your measurement method does not vary from period to period.<\/p>\n<h2>Why does one metric never give a complete picture?<\/h2>\n<p>One metric never gives a complete picture of customer service accessibility because each KPI measures only one dimension of customer contact. A high service level says nothing about the quality of the call or the number of times a customer has to call back. Only a combination of metrics reveals the true customer experience.  <\/p>\n<p>Suppose your service level is excellent: 90% of calls are answered within 20 seconds. But if the FCR is low, the same customers call three times for the same problem. Contact volume goes up, customer satisfaction goes down, and the service level tells you nothing about this underlying problem.  <\/p>\n<p>Conversely, a high customer satisfaction score can hide the fact that a portion of customers have already given up calling and simply no longer provide feedback. Therefore, reachability is always measured as an interplay of metrics: <\/p>\n<ul>\n<li>Quantitative metrics (wait time, service level, abandonment rate) for operational reality<\/li>\n<li>Quality metrics (FCR, customer satisfaction, net promoter score) for customer experience<\/li>\n<li>Trend data over time to see if improvements are actually having an effect<\/li>\n<\/ul>\n<h2>What data do you need to measure reachability?<\/h2>\n<p>To measure the accessibility of your customer service, you need at least data from your telephony environment or contact center system: the number of incoming contacts per channel, waiting times, dropped calls and handling times. For a complete picture, add customer feedback and cross-channel data. <\/p>\n<p>In practice, these are the data sources you need:<\/p>\n<ul>\n<li><strong>ACD or telephony data:<\/strong> incoming calls, queue information, service level by time period and employee<\/li>\n<li><strong>CRM or ticket system data:<\/strong> repeat contacts, handling time by question type, FCR<\/li>\n<li><strong>Omnichannel data:<\/strong> contact volumes by channel (phone, email, chat, WhatsApp) to get a complete picture of the total contact offering<\/li>\n<li><strong>Customer feedback:<\/strong> customer satisfaction scores (CSAT), net promoter scores (NPS) or short post-contact surveys<\/li>\n<\/ul>\n<p>A common problem is that these data sources are not linked. If telephony, chat and e-mail each have their own system without a central reporting layer, it is impossible to track a customer contact across channels. Then you don&#8217;t know if a customer who calls previously sent an e-mail that was not answered. That kind of insight is crucial to an honest picture of your reachability.   <\/p>\n<h2>How often should you analyze reachability data?<\/h2>\n<p>You analyze reachability data on three levels: daily for operational direction, weekly for tactical adjustment and monthly for strategic trends. The frequency depends on the purpose of the analysis and your customer service contact volume. <\/p>\n<p>Daily monitoring is useful for quickly spotting peaks and outages so you can make intraday adjustments in staffing or routing. Weekly analyses help you recognize patterns, such as structurally higher volumes on Monday mornings or recurring inquiries after a product change. <\/p>\n<p>Monthly and quarterly reports are best suited to assess whether structural improvements are having an effect. Consider whether a new FAQ page has reduced the number of repeat contacts, or whether a change in IVR routing has increased service levels. <\/p>\n<p>For each frequency of analysis, establish in advance who is responsible for interpretation and what actions are associated with which anomalies. Data without ownership rarely leads to improvement. <\/p>\n<h2>How Pegamento helps with customer service accessibility<\/h2>\n<p>We at Pegamento help organizations not only measure their customer service accessibility, but also structurally improve it. With our <a href=\"https:\/\/pegamento.nl\/en\/contact-center\/\">contact center technology<\/a>, we bring all channels together in a single view, so you finally have the data you need to make informed decisions. <\/p>\n<p>What we specifically do for you:<\/p>\n<ul>\n<li><strong>Omnichannel reporting:<\/strong> phone, email, chat and WhatsApp in one central dashboard so you can measure service levels and accessibility across all channels<\/li>\n<li><strong>Smart routing:<\/strong> customers go directly to the right employee, which reduces waiting times and increases service levels<\/li>\n<li><strong>Agentic AI assistants:<\/strong> self-thinking assistants who not only follow instructions but take initiative independently, handle frequently asked questions outside office hours and reduce the pressure on your team<\/li>\n<li><strong>One point of contact:<\/strong> from implementation to management and support, all under one roof without complex vendor management<\/li>\n<\/ul>\n<p>No costly customization, but a smart combination of proven modules that fit your organization and sector exactly. Want to know how your reachability is doing now and where the biggest gains can be made? <a href=\"https:\/\/pegamento.nl\/en\/contact-2\/\">Contact us<\/a> for an informal conversation. <\/p>\n<div class=\"wp-block-seoaic-faq-block\">\n    <h2 class=\"seoaic-faq-section-title\">Frequently Asked Questions<\/h2>\n            <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Wat is een realistisch doel voor het servicelevel als je net begint met meten?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Als je net begint met het structureel meten van bereikbaarheid, is de gangbare norm van 80% binnen 20 seconden een goed startpunt. Maar nog belangrijker dan de norm zelf is het consequent meten over een langere periode, zodat je eerst een betrouwbare baseline opbouwt. Pas daarna kun je zinvolle doelstellingen formuleren die aansluiten bij jouw sector, klantgroep en beschikbare capaciteit.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Welke veelgemaakte fouten moet ik vermijden bij het meten van bereikbaarheid?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Een van de meest voorkomende fouten is het meten van slechts \u00e9\u00e9n KPI, zoals alleen het servicelevel of alleen de klanttevredenheid, en daaruit conclusies trekken over de totale bereikbaarheid. Een andere valkuil is het uitsluiten van afgebroken gesprekken uit de berekening, waardoor het servicelevel kunstmatig hoog lijkt. Zorg ook dat je meetmethode consistent blijft over periodes heen, anders zijn trends niet betrouwbaar vergelijkbaar.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe ga ik om met pieken in het contactvolume die mijn bereikbaarheid tijdelijk verlagen?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Pieken zijn zelden volledig onverwacht: ze zijn vaak gekoppeld aan vaste momenten zoals maandagochtenden, factuurperiodes of productlanceringen. Door historische data te analyseren kun je deze pieken voorspellen en proactief bijsturen via flexibele bezetting, slimme IVR-routing of het inzetten van AI-assistenten voor veelgestelde vragen tijdens drukke periodes. Registreer ook de oorzaak van onverwachte pieken, zodat je bij een herhaling sneller kunt anticiperen.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Heeft het zin om bereikbaarheid te meten als mijn klantenservice klein is, bijvoorbeeld met vijf medewerkers?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Juist bij een kleine klantenservice is meten waardevol, omdat de impact van \u00e9\u00e9n zieke medewerker of een onverwachte piek direct merkbaar is in je servicelevel en wachttijden. Met een eenvoudig dashboard in je telefoniesysteem kun je al snel inzicht krijgen in de basismetrics. Je hoeft niet te beginnen met een volledig omnichannel rapportagesysteem; start met het bijhouden van wachttijd, gemiste oproepen en afhandeltijd, en bouw van daaruit verder.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe weet ik of een lage FCR-score een bereikbaarheidsprobleem is of een kwaliteitsprobleem?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Een lage FCR-score kan beide oorzaken hebben, en het onderscheid maak je door te kijken naar de reden van herhalingscontact. Als klanten terugbellen omdat hun probleem niet volledig is opgelost, wijst dat op een kwaliteitsprobleem in de afhandeling of kennis van medewerkers. Als klanten terugbellen omdat ze eerder niet door konden komen of te lang moesten wachten, is er sprake van een bereikbaarheidsprobleem. Registreer bij herhalingscontacten structureel de reden van terugbellen om dit onderscheid te kunnen maken.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Wat doe ik als mijn databronnen niet aan elkaar gekoppeld zijn en ik geen centraal overzicht heb?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Begin met het handmatig samenvoegen van de beschikbare data uit je afzonderlijke systemen in een gedeeld rapportageformat, ook al is dat tijdelijk arbeidsintensief. Dit geeft je al snel inzicht in de grootste knelpunten en helpt je de businesscase te bouwen voor een centrale rapportagelaag of omnichannel platform. Op de langere termijn is een ge\u00efntegreerd systeem onmisbaar, omdat losse databronnen het onmogelijk maken om kanaalkruisend klantgedrag te begrijpen en je bereikbaarheid eerlijk te beoordelen.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe betrek ik mijn medewerkers bij het verbeteren van bereikbaarheid op basis van de meetdata?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Deel bereikbaarheidsdata niet alleen op managementniveau, maar maak ze ook inzichtelijk voor de medewerkers die dagelijks klantcontact hebben. Zij zien vaak als eerste waar het in de praktijk mis gaat en hebben waardevolle input over oorzaken die niet zichtbaar zijn in de cijfers. Koppel de data aan concrete verbeteracties en bespreek wekelijks kort welke trends opvallen, zodat medewerkers zich eigenaar voelen van de resultaten en gemotiveerd zijn om bij te dragen aan verbetering.            <\/p>\n        <\/div>\n        <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Measure customer service accessibility objectively with the right KPIs &#8211; find out what data you really need.<\/p>\n","protected":false},"author":2,"featured_media":31176,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[500],"tags":[],"class_list":["post-31175","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/31175","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=31175"}],"version-history":[{"count":2,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/31175\/revisions"}],"predecessor-version":[{"id":31546,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/31175\/revisions\/31546"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/31176"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=31175"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/categories?post=31175"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/tags?post=31175"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}